Supervisor, Technial Care Center

Description

The successful candidate will reside in Georgia, Florida, Illinois or Kansas.

As the Supervisor of the Technical Care Center, you will lead a team dedicated to providing exceptional technical assistance to internal and external customers. Your role will involve setting a customer-centric example, fostering a positive team environment, and driving productivity and performance within the support department. You'll oversee the day-to-day operations of the Technical Assistance Center, ensuring high standards of service delivery across various communication channels. Your duties will include managing customer interactions, monitoring ticket queues, and facilitating effective communication between departments. Additionally, you'll play a key role in identifying areas for improvement to enhance both customer satisfaction and employee engagement. This position requires strong leadership skills, a deep understanding of telecommunications, and proficiency in contact center management best practices. Flexibility to work non-standard hours may be necessary to support the department's 24/7 operations.

What you will do:

• Ensure key performance metrics and overall company goals are achieved, including monthly customer satisfaction, quality, and productivity targets.
• Lead and motivate a team of technical support professionals to deliver exceptional customer service in a positive work environment.
• Oversee daily operations, ensuring adherence to quality and productivity standards, and drive continuous improvement initiatives.
• Manage daily activities and personnel performance, monitoring agent performance and providing.
• Continuously coaching for improvement.
• Foster a positive work environment that promotes employee well-being, engagement, and productivity. 
• Set departmental goals aligned with organizational objectives, evaluate staffing needs, and provide guidance and support to associates.
• Communicate effectively with stakeholders to maintain cooperative relationships and promptly respond to service needs.
• Control expenditures to meet budgetary requirements while developing workflows to enhance efficiency and customer satisfaction.
• Serve as a liaison for change management, preparing operational reports, and demonstrating flexibility in a 24/7 support environment.
• Assist in defining customer requirements and expectations, providing training assistance, and participating in cross-training activities.
• Initiate FUN within the job.

Requirements

What You'll Need:

• Minimum 5 years of telecommunications experience in a Call Center Technical Support function for both Business and Residential for voice and internet.
• Bachelor's degree or equivalent work experience.
•  Strong relationship-building, sales skills, and business acumen including responsiveness and technical understanding of customers' present and future needs. 
• Excellent interpersonal, verbal, and written communication skills.
• Strong analytical skills and familiarity with contact center management best practices.
• Proficiency in MS Word, Excel, and PowerPoint.
• Self-motivated with the ability to excel in a high-profile position.
• Knowledge of video, internet, and telephone technologies.
• Experience creating policies, procedures, and workflow processes.

 Additional Qualifications:

Must meet the Home Office Requirements below to qualify for remote / work-from-home positions:

• Have a quiet, distraction-free work area in a location that provides privacy from other people, activities, and noise
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Working smoke and carbon monoxide detectors
• Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]

What We Offer:

GROWTH: Experience a comprehensive paid training program designed to equip you with the skills needed for success in the field. Our managers have all risen through the ranks, ensuring they understand your journey and are committed to your advancement.

BENEFITS:

• Health & Wellness: Gain peace of mind with comprehensive medical, dental, and vision insurance coverage from day one. Plus, take advantage of company contributions to HSA/HRA accounts and an FSA plan to cover your healthcare expenses.
• Work-Life Balance: Recharge and rejuvenate with up to 20 days of paid time off in your first year, ensuring you have the flexibility to enjoy life outside of work.